We are looking for a data-driven, detail-oriented Quality and Knowledge Specialist to elevate our client's customer service team. Our client is a successful Prop Firm in Dubai. In this role, you will monitor the quality of live chat and email support to ensure high standards. Provide feedback to agents through coaching sessions, and conduct training or refreshers for new or updated material. The ideal candidate is organized, analytical, and good at giving feedback. Your goal is to help our agents improve and ensure our customers receive accurate and polite support.

Responsibilities

Quality Assurance (QA):

• Review a set number of emails and chats every week. Score them based on accuracy, tone, and grammar.
• Check that agents follow company rules, security policies, and standard operating procedures (SOPs).
• Meet regularly with Team Leads to ensure everyone grades quality in the same way (Calibration).
• Record QA scores and share weekly reports with management to highlight trends and areas for improvement.

Coaching and Improvement:

• Give clear, constructive, and fair feedback to agents to help them improve their skills.
• Look at performance data to find repeated mistakes or training needs.
• Recommend changes to processes or tools to make the team more efficient.

Required Skills and Qualifications:

• Experience in customer support, QA, or knowledge management.
• Excellent written and verbal communication skills in English.
• Strong attention to detail and analytical mindset.
• Familiarity with Zendesk CRM, live chat platforms, and email systems.
• Ability to provide constructive feedback professionally and clearly.
• Strong organizational and time management skills.
• Understanding of SLA standards, KPIs, and performance metrics.

Preferred Skills and Qualifications:

• Experience in Fintech, E-commerce, or Financial Services.
• Experience creating training materials or technical guides.
• Familiarity with Knowledge Management principles.
• Knowledge of forex and futures trading is preferred but not required; candidates must be fast learners and able to understand new concepts quickly.

Core Competencies:

• Able to see patterns in data and solve problems.
• Able to spot small errors in language and process.
• Clear, direct, and polite in both speaking and writing.
• Able to manage time effectively and meet deadlines.